Transformation of the Service Economy
Describe why service management is important in practice and theory.
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Considerations for Service Recovery Strategies
Describe the challenges presented to developing service recovery strategies.
Creating a Culture for Service
Explain why it is important to establish an organizational environment that supports the service strategy.
Customer Centricity
Describe what it means to be customer centric/oriented.
Customer Service Research
Recognize how customer service research can enable data driven decision making.
Going Global
International Law
Measuring Service Quality
Recognize how measuring service quality can inform decision making.
Meeting the Guest’s Expectations
Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services.
New Global Landscape and Internationalization
Pricing Strategy and Development
Role of Transportation in Modern Supply Chains Part 1
Service Profit Chain
Describe the elements of the service profit chain framework and why it is necessary for effective service management
Service Quality
Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations.
Service Quality Gap Analysis
Recognize where service quality can be comprised and how to minimize such impacts.
Strategy II: Operations Strategy in a Global Environment
The Guest Experience
Describe the integral elements of a service experience that seeks to meet/exceed guest expectations.
The Impact of Service Failure
Recognize how and why service failures occur.
The Link Between Satisfaction and Loyalty
Recognize the relationship between satisfaction and loyalty and how to influence it
The Nature of Services
Recognize key definitions and concepts related to service management.
The New World Order – Shifting Centers of Gravity
The Service Encounter
Recognize the service encounter's role in meeting customer expectations.
Using Information to Glue the Guest Experience Together
Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product.
Why Study Service Management
Describe why service management is important in practice and theory.
